Carly Phelan
Executive Consultant @Atos
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WORK HISTORY
Executive Consultant @Atos
Executive Consultant in Digital Technology, Strategy and Innovation, specialising in IT Operating Model Design, Maturity Assessments, Service Design, Transition, Management, Operations and ITIL. Certified ITIL 4 ® Strategic Leader.Engagement Lead and Team Manager, accountable for IT Service Management deliverables for public sector Clients.Service Architect, owning the IT Operating Model, documenting end-to-end processes and governance.Definition of comprehensive set of Service Management related non-functional requirements to support key procurements (for both local Cloud hosted and vendor hosted solutions). Evaluation and Moderation of supplier responses across a range of Invitations to Tender / Bids.Delivery of packages of Service Design and Transition Documentation across 10+ individual Projects.Service Transition of existing and new services onto the centralised Service Centre, working with a wide range of stakeholder teams to ensure Operational Acceptance Criteria are defined, documented and evidence captured in a system of record for audit purposes.Authoring, validating and approving multiple contractual Statements of Work, setting out the deliverables, outcomes and associated funding required for ITSM Teams and deliverables.Process Architecture role to establish 16 additional ITIL processes required for Service Transition. Included writing ITIL process documentation, Visio flows, writing job descriptions, conducting job interviews and recruiting suitably skilled Service Managers and SMEs to transition processes into live.Agile Scrum Master activities, managing team outputs / dependencies using JIRA & Jira Align software
EDUCATION
The University of Manchester
Master of Engineering (M.Eng.), Civil Engineering
SKILLS
ABOUT CARLY PHELAN
Quality-driven IT Operating Model Consultant with experience working in all sectors of industry to help organisations enhance and improve their IT Services. Proven track record in end-to-end delivery of services, including; initial requirements mapping, writing and evaluation of bids, service design and architecture, delivery of complex service transitions and the management and governance of live IT Services (BAU). Considerable expertise in implementing Service Management and ITIL processes, either from scratch or working to mature and enhance existing ITSM offerings. Comfortable working at all levels, from designing, implementing and delivering new ITSM processes on the ground, to acting as Process Owner, accountable for setting strategy, performance management and overall governance. Deep expertise in Service Transition, working collaboratively with stakeholders to define acceptance criteria, map transition states and ensure seamless transition into live support. Proven ability to work closely with Customers to build rapport, quickly understand pain points and propose tailored solutions. Known for drawing on years of practical, hands-on experience to recommend solutions that are innovative and creative, but also, pragmatic and achievable. Demonstrates a proactive mindset and passion for driving efficiency, mitigating risk and generating sustainable value for Customers. Consistently recognized as an asset to delivery programmes, driving success through open collaboration, strong stakeholder management and leading by example.
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